At Personalised Photo Gifts, we always aim to provide you with your beautiful, personalised photo gifts as quickly as possible. We pride ourselves on our customer service as well as the quality of our products.

In the unlikely event that an issue arises, we aim to resolve them as quickly and effectively as possible; our customers are hugely important to us.

Order Fulfilment:

Every product is hand made and most are custom products. Therefore a period of 2-5 working days is required, prior to your order being shipped. Where possible, your order may be fulfilled sooner than this advised period. 

Cancellation of Order:

As all orders are custom made, we are unfortunately unable to cancel your order once it has been painted. Should you wish to cancel your order before the painting has been completed, please email info@personalisedphotogifts.com.

If you are simply unhappy with how the painting looks, we can work with you to make changes until you are satisfied with the final product.

Shipping Service:

All orders are sent via Royal Mail. Royal Mail ‘aims for’ a door to door service within 72 hours, excluding Sundays, however please do note this is only an aim and generally shipments can take longer. 

Tracking:

Whereas we do not offer a step-by-step tracked service, all orders are scanned to confirm their collection from our premises and to confirm a successful delivery or an attempted delivery – this includes a satellite map image highlighting where the parcel has arrived to. If your order is missing, we can quickly launch an investigation into its whereabouts. 

Lost Shipments: 

In order to conclude a parcel has been lost, a period of 14 working days from the shipped date must expire. In this event, please contact info@personalisedphotogifts.com and a member of our team will begin an investigation into its whereabouts. 

Returns 

If your item is damaged then please provide us with photo evidence. We may also ask you to return the item to us for investigation.

If an item has been found to have been damaged in transit, we will either replace the item for you or provide you with a full refund.

As all our photo gifts are personalised, we unfortunately cannot offer a refund or exchange if you simply change your mind.

Please note, we can not cover the cost of any return shipping charges, unless the item you received was damaged, faulty or incorrect. It is at the buyers discretion whether the return postage is tracked and/or insured. If your returned goods go missing during transit, we are unfortunately unable to offer a refund. 

Your Refund: 

The total value of the item/s returned to us will be refunded to the same account payment was made from, upon the item/s being returned safely to us. The refunded amount will show in your account within 7 working days, though typically this happens sooner.

Damaged Item/s:

Once the shipment is processed, we rely on Royal Mail to safely deliver your parcel. In the event that your parcel has arrived damaged, it will be replaced immediately, providing a photo of each damaged item is sent to info@personalisedphotogifts.com as soon as it is discovered.

Damaged or Defective Item/s

All of our products are thoroughly checked to ensure they are of the highest quality and match the product description you were provided with at the time of purchasing. Occasionally, damaged items can be missed at the time of dispatch and as such, a replacement will be provided, as long as you are able to provide photo evidence of said damage. If it appears the product has been dropped, damaged, creased or misused since safely arriving to you, we reserve the right not to process a refund.

We adhere to the Consumer Rights Act 2015. All Rights Reserved.